ZenStorming

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Archive for the ‘Experience’ Category

Technology Driven Design or Customer Centered Innovation? – The Imodium Experience

Posted by Plish on April 6, 2016

Think back to your last experience with…

diarrhea.

Yes, you read correctly.  Take a few moments and think about it.  Name at least five things that you feel when you have diarrhea.  It’s probably not hard because  those experiences are typically extremely visceral.

Urgency, cramping, sweat, embarrassment, loud, runny, running….  the list goes on.

Now, name five things that you typically need to deal with diarrhea.

Toilet paper, water, underwear, anti-diarrhea medication, an open toilet, Gatorade…

Nowhere in either of these two lists did you see scissors mentioned did you?

I can hear what you’re thinking, “Plish, why the heck would I think of fricking scissors??!?”

Check this out:

Yes, scissors!

So, what’s behind this packaging debacle?

Well, it’s surely not customer-centered needs.  While it is about stopping diarrhea, it’s not about improving people’s experiences with diarrhea.

At the core,  it’s about Technology.

I haven’t interviewed anyone at McNeil about the packaging.  But I’ve seen this phenomenon before.  You see, McNeil sees the contents of this package as its product.  It’s all about the drug, and packaging the drug was driven by technology.

The manufacturing facility has scores of cool, hi-tech packaging machines that can safely, securely,  deposit and seal loperamide (Imodium) caplets in their foil/paper  blister chambers.  These packets keep the white caplet inside safe from harm as thousands of boxes rattle around in a truck, and/or are thrown around at shipping docks.  Then, when the card of tablets is stuffed in a pocket or purse, the packaging needs to protect the precious, effective cargo.

Unfortunately, nowhere in this list is the customer experience.

The end result then is a hard to open package that includes (mindblowing) directions for using scissors in case the person opening it can’t tear the plastic.

What is interesting is that on the Imodium website you can read the following:

IMODIUM® A-D EZ Chews begin to dissolve quickly. And when you have diarrhea, fast relief can never come too soon. IMODIUM® A-D EZ Chews work fast, so you can get out of the bathroom and back to the things you love.

So, with the EZ Chews, they acknowledge the need for quick resolution, but curiously don’t figure this into the packaging experience in their other products.

How did they get here?

As I said before, this product was driven by technology.  While the drug was tested for efficacy,  and while the package keeps the drug safe,  the lesson here is that the product, Imodium, isn’t just a little pill*, it’s the pill and packaging – the whole experience of opening and taking the medication (which incidentally is done while people are in a, um, compromised state).

The takeaways?

  1. Look beyond the product and look at the experience.
  2. Don’t expect technology to automatically create a good experience.
  3. Think about the packaging! (Anyone out there thinking about battery packaging??) Oh, the presence of a certain packaging machine in your plant doesn’t mean that it’s a fit for every project.
  4. Streamline the process of opening the package while still keeping your package contents safe.
  5. Use some empathy! Understand what people are going through before, during, and after, touching your product.

The good news is that if you look at this list, especially number 5, there is clearly an opportunity for innovation in this space.

I’m looking forward to seeing the next generation of diarrhea packaging, but just hopefully it’s not as a user. 😉

*-Imodium is available in  other configurations, such as a liquid.

 

 

 

 

Posted in Case Studies, Customer Focus, Design, Experience, Healthcare, innovation | Tagged: , , , , , , , , , , , | Leave a Comment »

How Would You Heighten The Experience of a Blooming Corpse Flower? (UPDATE!)

Posted by Plish on August 26, 2015

I share this little tidbit because it’s a rare event that will be unfolding before your eyes in the next couple of days at the Chicago Botanic Garden.  And when it unfolds, it’ll be a sight to behold and a stench to remember!

The Titan Arum, or Corpse Flower, a rare Sumatran plant, will be blooming in what could be less than 24 hours.

I’ve made a couple of visits already and am excitedly waiting for it to unfurl.

This event has gotten me thinking about how else might an event like this be remembered?  We can always take pictures, but they won’t do justice to the whole experience of the flower.  What else could be done to create more buzz and more memories around an event like this? How else might you educate?

I think scratch and sniff cards would be a cool souvenir 😉   What would you do?

Here’s the  live feed archive of the livefeed so you can see it in real time!

UPDATED!

Click HERE to see a great summary page that the Garden put together, as well as this page that has some cool pics.

I was able to check Spike out the day before they moved it out of the limelight.  It’s a pretty amazing plant!

 

Posted in creativity, Design, Education, Experience, innovation, nature | Tagged: , , , , , , , , , , , , | 6 Comments »

Design Better Products Using These Seven Tips From SongWriting

Posted by Plish on July 2, 2015

You know how much I like music. You also know how I like using parallels from other industries to supplement what I do.  I came across a great article from BMI (that happen to be the Performing Rights Organization that I belong to) that discusses 7 things to look for in improving one’s lyrics.  After all, a song has less than a few minutes to hook you and if the lyrics don’t work, the song doesn’t work.  It dawned on me that focusing on these 7 facets can also improve your products/services.

Here are the seven tips and how they apply to product design:

  1. Is everything you’re writing related to the hook/message of the song?  Is everything in the design related to the message/meaning of the product?    What message or vibe do you want your product to convey?  Are buttons, directions, colors, shapes, feel, smell all working together to convey the same message?
  2. Have you used details in your verses? Have you used details appropriately in the product?  Architect/Designer Charles Eames said, “The details are not the details. They make the design.” Details call attention to the various centers of a product.  They can work together or provide distraction.
  3. Have you already said it?  Are there unnecessary redundancies in the product?  Not only is excess information (excess detail) annoying it can be confusing and lead to errors in use.
  4. Have you said enough?  Just as saying too much is a problem, not saying enough is equally bad.  Designers can assume that a person using a product knows everything the designer knows about the product: the context of use, how it works, etc.  These assumptions can then covertly get built into the design resulting in frustration and product misuse.  As a designer ask yourself, “Does using this product require knowledge that only I have?  Will the person using this say, ‘I didn’t know I had to do x for y to work!'” If the answers are “Yes” or “Maybe” then find a way to overtly communicate that knowledge.
  5. Is your chorus lyric the main message of your song and is it memorable?  The chorus is the part of the song that most people remember and join in singing.   It sticks in our heads.  Is the main use of the product memorable – does it get stuck in your head?  Does the product create a type of obsession?  Do you want to go back for more?
  6. Do your words sound good sung?  Does the product communicate naturally?  Is the product communicating in ways that are congruent with the desired experience?    Is there a unified brand experience? Does something seemed forced about the product interaction?
  7. Are the little words like “and,” “but” & “’cause” used properly, or can they be removed altogether?  Every action leads to an action and/or reaction.    Do I have to press this and hold that to make something work?  If I swipe but don’t use four fingers will it cause something undesirable to happen?  Does everything in a product get straight to the point?  If it doesn’t, it should be by design, not by accident. Little words like “and” and “but” create connections that can lead to confusion and a lack of intelligibility.   If they can be removed, remove them.  If you can’t remove them, make sure that each “and” or “but” in the product design is important and essential.

There you have it. Next time you hear a song that you’re singing along with, think about what makes that song work.   More importantly, think about ways to make your designs sing! 🙂

 

Posted in creativity, Design, Experience, innovation, Innovation Tools, Musical Creativity, Service Design, The Senses, User Interface | Tagged: , , , , , , , , , , , , , , | Leave a Comment »

Cannoli – Designing a Great Experience

Posted by Plish on February 3, 2015

A cannolo (singular of cannoli) Courtesy of Wikipedia

Today I was savoring one of the two cannoli I bought (it looked just like the picture above.) It suddenly dawned on me that this food perfectly represents the ideal product experience.

Bite one: Chocolate chips (or pistachios) creamy filling and crunchy roll.

Bite two and three: More creamy goodness and crunch.  An occasional chocolate chip.

Bite Four: Abundant chocolate chips, creamy filling and more crunch.

Cannoli, like a good song, a good show, a good product, starts strong, has a middle that is enjoyable and then ends on a high note with a bang!

It’s important to remember that even if the middle was empty, (an unfortunate problem with rookie cannoli makers), the fact that the experience ends with crunch, chocolate chips and creamy filling, helps redeem the experience.

What happens if a cannolo falls apart before someone is done eating?

While it’s a pleasant experience, the fact that the crunchy parts can’t really be eaten with a fork means that a person has to use his/her fingers to eat the rest of the parts.  While not quite a game breaker, part of the appeal of intact cannoli is that the entire eating experience is clean and yet delectable!

So what are the key takeaways?

Flavors aren’t everything. Color, aroma, crunch, all key.  And paramount?? Making sure the shell is crunchy enough to give a great culinary experience, but not so crunchy that it crumbles into a mess that prevents it from being eaten using one’s fingers.

Next time you’re designing a product or service, think cannoli.  Better yet, eat a cannoli and experience great design! 🙂

Posted in Design, Experience, Food | Tagged: , , , , , , | Leave a Comment »

Designing Patient Experience at RSNA14

Posted by Plish on December 1, 2014

Today was my first day at the Annual Radiology Society of North America (RSNA) Meeting.  It’s a great conference to see what’s new in minimally invasive diagnosis and treatment.  What was especially evident was the emphasis on patient experience, on making the healthcare experience less intimidating and more interactive.

These machine wraps and environments from Bear Facts Entertainment make the environment more inviting and less intimidating for children (and this helps put parents at ease!)

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Check out these Star Wars-eque looking MRI imagers from Chinese Company: Magspin Instrument Co

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There are HD screens and vendor displays that deal exclusively with creating beautiful environments, like the works of  Physicist turned artist, Arie vant’ Riet:

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Finding ways to enable radiologists and patients to share images and information across the myriads of health record systems is also integral to giving patients greater control of their healthcare.

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There were also devices like the Medspira Breath Hold  system that help patients interact with the process to better improve the quality of images, or radiation treatments.

Last, but by no means, least, there’s the flare of Fischer-Giotto.  Fischer Medical Technologies conveys the elegant curves and movements of their digital mammography systems through a logo that seems more apropos on Michigan Ave than in a Radiology Conference.WP_20141201_010 (Copy)

It’s clear (Thankfully!!) that the healthcare industry is beginning to recognize that there’s more to

healthcare than just “Take two of these, four times a day, and call me in a week.”

 

I’ll be bringing you more from RSNA as the week continues! Would love to hear the thoughts of others that attended the conference.

Posted in Arts, children, Customer Focus, Design, Ergonomics, Experience, Healthcare, Medical Devices, The Human Person, Wellness | Tagged: , , , , , , , , , , , , , | Leave a Comment »

Designing and Curating Perceptions of Vodou (Part Deux)

Posted by Plish on November 8, 2014

At the end of my last post on the Vodou Exhibition at Chicago’s Field Museum, (you might want to click the link and give it a read if you want to come up to speed,) I mentioned that I’d visit the exhibition again  and see if my thoughts changed.

I did.

They didn’t.

Friday night was an event in which Chicago’s Haitian community welcomed the new exhibit with delicious verve (See Figure 1 below).  It was a great opportunity to speak with artists and others about the exhibit, to get their opinions.

Many of theirs were similar to mine.

However, I did do something different this time. I spent more time looking up at the banners, and I spent more time on the artifacts that didn’t appear to be from secret societies.  (I didn’t just look, I studied, read, worked at really trying to understand.) In the end, this lightened the experience considerably, but did it dispel the overall dark vibe of the exhibit?

No.

What will help?

My suggestions for event would be the following.

  1. Change the banners that are used for publicity.  They contain Secret Society Lwa.  Do something lighter.
  2. Tell a story with the exhibition.  Start with the misconceptions you want to dispel, the points you want to get across. Then start dispelling and telling the story of Haiti and Vodou. Explain the day to day in Haiti and where Vodou fits.  Show how it interacts with other religions – perhaps even how families often practice Catholicism and Vodou simultaneously.
  3. Build an elevated area that is behind a red curtain (or make the curtain look like a forest covered mountainside. )  Entitle that section: “Inside Vodou’s Secret Societies”.  Maybe put a small disclaimer at the beginning saying small children might be disturbed by what’s inside.  Put those Secret Society artifacts (an example of which is in Figure 2 below), behind the curtain and out of the main stream of the exhibit.  Make sure it’s not somewhere in the middle of the exhibit.  The Secret Societies are not mainstream and mixing these artifacts in with the everyday artifacts mischaracterizes what many people experience in everday Vodou.  However, Secret Societies need to be referenced in the everyday exhibits- after all, they did indeed impact Haitian life. I also believe that ‘hiding’ the Secret Society artifacts will do another thing: people will slow down.  When people are in fearful situations, they tend to move more quickly. If you want people to move slowly and observe – hide the dark stuff.
  4. Children are noticeably absent from many of the videos and explanations.  Of the Haitians I spoke with, all of them had non-intimidating memories of Vodou as a child.  They remember the brightness, the music, the activity on Holidays.  If a child can feel it, adults will too.
  5. Move explanations closer to artifacts and make them readable without having to bend neck or body.  Bring banners closer to eye level.  Create exhibits that allow the most visitors to stand straight and tall.  Haitians wanted this (and still do!) and Vodou helped them.
  6. Include more ways for people to interact and touch.  Granted, the artifacts at the exhibition are were used in Vodou and as such, are not open to touching.  But, there are other ways to help people to hear, taste, feel, smell, touch.  Drumming is key to Vodou.  Let people make virtual drums (or real ones!) Get innovative!
  7. Provide more of the beauty of Haiti! More green, more color, breezes, salt water aroma, music, you get the idea.  Vodou is about the interconnectedness of all things, life, death, sky, earth, plants, water, etc.  Set more of the context, not just socio-politically (which incidentally, this exhibition did a better job of doing.)
  8. End the exhibition showing how Haiti is growing (albeit slowly and painfully at times) and what challenges lie ahead.  Reiterate how Vodou has been a misunderstood part of the process, that Vodou comes from the heart of the Haitian culture and it’s been responsible for establishing a spirit of  (and physical!) freedom in a nation.  Show bright artwork that comes from Haitian artists, even those works from those mounted by spirits.

With the above changes, I believe the exhibit would better accomplish its goal of dispelling misconceptions of Vodou.

I’d love to hear your thoughts and what you’d do!

Consul General of Haiti, Lesly Conde

Figure 1. Consul General of Haiti, Lesly Conde

Secret Society Lwa

Figure 2. Secret Society Lwa

Yes, I even spent more time looking at the mirrots

Figure 3  Yes, I even spent more time looking at the mirrors.  This was one of the more mellow looking mirrors

Posted in Arts, Authenticity, Conveying Information, creativity, curation, Design, Education, Experience, Information Visualization, Politics, prayer, Religion, Spirituality, The Human Person | Tagged: , , , , , , , , , , | Leave a Comment »

How Curation and Design Didn’t Dispel the Darkness of Vodou (Which is NOT Voodoo)

Posted by Plish on November 3, 2014

I had an opportunity to go to a Member’s Only night at Chicago’s Field Museum.  The event was in honor of the opening of a new exhibition entitled: Vodou – Sacred Powers of Haiti.

One of the highlights of the night was a discussion led by Field Museum Exhibit Project Manager, Janet Hong. On the panel were Dr. Serge Pierre Louis and Kira Tippenhauer.  Both people are Haitian born, and brought unique perspectives on Vodou (which is considered different from Voodoo, which is identified with New Orleans)

From Left to Right: Dr. Serge Pierre Louis, Kira Kira Tippenhauer, and Janet Hong.

Figure 1  From Left to Right: Dr. Serge Pierre Louis, Kira Tippenhauer, and Janet Hong.

To start the discussion, Ms. Hong asked for Dr. Serge’s and Kira’s impressions of the exhibit.  Their answers were not, judging from the reaction of Ms. Hong, what she expected.

Kira’s first word was “dark”, and she spoke the word with a hint of disappointment in her voice.  Clearly she did not want to say those words.  She struggled for more words…  Dr. Serge chimed in and agreed, and used the word “ferocious”, to which Kira agreed it was the word she’d been searching for.

Dark…Ferocious…

Those are the types of words you’d expect to hear from people who are unfamiliar with Vodou.  Those words describe my impression of the exhibit and the impressions of others I spoke to as well. Unfortunately, those were the impressions that the exhibition team was trying to dispel: “…the exhibition team made a concerted effort to eschew the image of vodou as a “scary” or “spooky” subject…seemingly-macabre motifs like skulls, bones, skeletons and weaponry are represented in a reverent light, similar to the role of decorated and candy skulls as part of Dia de los Muertos in Mexican culture. Images of Vodou as dark and death-centric stem from misrepresentations the exhibition aims to dispel.”

So, where did the exhibition go wrong?  How does something that’s supposed to dispel perceptions of darkness, perpetuate it? How does darkness permeate when Haitians live in perpetual summer, lush greenery, flowers and nature, and live life filled with joyous dance, song, and savory foods?

It’s not like the exhibit was designed in an asympathetic manner.  The exhibit was co-designed by Rachel Beauvoir-Dominique, who is a PhD anthropologist and practicing Vodou priestess.  Yet, design and curation did not harmoniously weave an experience that dispelled misrepresentations of Vodou, and instead, darkness prevailed over experiential light.

Why did this happen?

The exhibition is not brightly lit. (The pictures I took below give the impression lighting was quite bright. This is a side-effect of the camera settings used because flash is not allowed)

While not necessary per se, there is scant multimedia and no interactive technology  at all.  Again, Vodou seems to be very tactile and sensory based.  Not having ways to interact in some way was a negative.

The layout was not easy to take in.  There is a wall explaining the history of Haiti’s struggles and victories and it runs into a wall at the end.  When you finish reading you are right next to the entrance to the exhibit. (This is visible in Figure 4. below.  The ending is behind the lwa in the corner by the drapes.) You literally have to start the exhibit over again, and you’re put into the flow of those entering.

Then there’s the  upper and lower displays.  Even though everything is on one floor, it is actually split into two halves, either by accident or by design.  Sculptural works are on ground level, and beautifully decorated, brightly colored ceremonial banners, as well as many artifacts, are hung high above.  As a result, artifact descriptions are not correlated directly to their artifacts in an intuitive manner, hence there’s confusion about what description belongs with what.   The descriptions are also written with uncomfortably small letters.   It forces people to bow their heads and/or hunch their shoulders and/or bend ever so slightly to read.  This posture is uncomfortable and is also one of vulnerability, and people don’t like to be vulnerable in front of something that they don’t know, especially if it looks scary!

Forcing people to look down also had an unfortunate side effect.  Beautiful, sparkling banners that radiate light,   Read the rest of this entry »

Posted in Arts, Case Studies, Conveying Information, curation, Design, Experience, Information Visualization, Politics, Religion, Society, Spirituality, The Human Person | Tagged: , , , , , , , , , , , , , , , , , , | 2 Comments »

Designing Delighting Moments – Sing “Hello” to Dr. Carey Andrew-Jaja

Posted by Plish on October 14, 2014

This video is the definition of delighting customers.

It’s no secret that delighting customers is extremely profitable. But it can also have another side effect.  It can create a better world.

Enter Dr. Carey Andrew-Jaja.  This “Singing Doctor” has sung to more than 8000 babies as they entered the world.  His expression of joy, at a time of joy, brings joy to healthcare practitioners and patients alike.

Says Dr. Andrew-Jaja, :”Each of us has to find a way — in medicine and other walks of life — to communicate a cheerfulness to those we work for and with, and it keeps everybody happy.”

Or, as Disney says: “Every leader is telling a story about what they value.”

It’s the commitment to a value that empowers someone to stand firm in those behaviors that may elicit judgment.  This Doctor values the joy of a new life being born, and thus creates an environment of joy, anticipation, and excitement through song.  Everyone present can’t help but be touched.  In fact, people even make musical requests ahead of time!

What is truly amazing about this, is that if someone were tasked with designing a more delightful birthing experience there would no doubt be suggestions around the check-in and discharge processes, the use of the best drugs, pleasant and calming aromas and colors in the patient rooms, etc..  Perhaps someone would suggest music in the background.  But, few would suggest that the doctor lead everyone present at the birth, in a chorus of “Happy Birthday!”

Delight is a phenomenon of the Now.  It is about presence.  If you want people to experience delight, delight must be present.  Presence is best mediated through personal interaction.  I’m here, with you.  You’re here, with me.  We are together. This is what we are experiencing!  This is ours, this is yours.  Own it. Revel in it. Be free to experience it.

Research shows that delighting customers starts with putting employees first.  By doing this, delight is made present in  employees.  This pool of delight can then be freely experienced by others.

Remember this video.

Think of what it represents.

Joy. Courage. Family. Life. Love.

This is delight!

Now, make that present in your day.

Posted in Authenticity, Customer Focus, Design, Experience, Healthcare, Service Design, The Human Person | Tagged: , , , , , , , , , , | Leave a Comment »

When a Company Won’t Give What it Clearly Has – Designing Customer Experience

Posted by Plish on September 25, 2014

Have you ever asked for a side of Apple Chips at Panera Bread?  These are the responses I usually get:

“Sure” (He/She then types in a special instruction on the screen and I get apple chips)

“Sure” (He/She can’t find the button on the register for ‘Apple Chips’ so he/she calls the manager who then responds:)

“I”m sorry but we can’t do that.” (after which I beg and plead to no avail, except for one time when a manager responded:)

“Since you’re getting a Fuji Apple salad, and that has apple chips on it, I can add another side of apple chips.”

When turned down once, I even offered to pay extra for apple chips. The response?

“Sorry, there’s no way for me to process that payment.”

Understand, it’s not like I’m asking for something that’s not on the menu.  It’s used as a garnish on the Fuji Apple Chicken Salad and Oatmeal.    But, somewhere there is an (un?)official edict that “Thou shalt not give apple chips unless with a salad or Oatmeal.”

I’m sure that it’s probably a cost issue.  The apple chips are more expensive than regular chips, and thus don’t provide the profit margins that Panera would like, especially when they’re being given away as a side.

 That still doesn’t explain the stupidity of not supplying them to a customer who offers to buy them!

This isn’t only Panera though.  Cable and Satellite companies do something similar but dress it up differently.

Become a Subscriber now and receive 12 months of service for $24.99* a month!

What’s especially painful about this offer is that people who have been subscribers for 5 years don’t get the offer.  They still have to pay $54.99 a month.  The loyal customer gets shafted, the newcomer gets rewarded.

How is this like the Panera situation?

In both cases, a company has something but will only share it on their terms, not on the customers.  Panera has apple chips, Cable/Satellite/Cell companies have price breaks that they’re not willing to give to loyal, long-standing customers.

Don’t get me wrong.  Companies have every right to portion out their profits/losses how they want. But, it comes down to these simple questions:

Are your customers important to you?

Do you want them to have an amazing experience of your services and/or food?

Do you believe growth is directly related to how you treat your customers?

Steven S. Little, author of the wonderful “The MilkShake Moment: Overcoming Stupid Systems, Pointless Policies and Muddled Management to Realize Real Growth,” makes a point for the importance of valuing the customer, the person, over policy and profits.  Profits will follow when the customer is placed first.

It’s not complicated.

It’s simply about having the guts to care about people, to be willing to act in simple, but profound ways that scream, “You are important to me!” without fear of being called on the carpet by Corporate.  It’s about making someone a milkshake even when it’s not officially on the menu; or in my case, giving me a cup of Apple Chips.

Posted in Customer Focus, Design, Experience, Service Design | Tagged: , , , , , , , , , , | Leave a Comment »

Thoughts and Images from FUSE14

Posted by Plish on April 11, 2014

The FUSE conference has come and gone.  Due to circumstances beyond my control, I missed the last day, but the first two days were pretty amazing.  It was a conference of great insights into the power of Design in creating powerful, memorable experiences of products/services/brands.

I made concept maps of all the presentations I sat in on.  You can check them out on SlideShare.

Day 1

Day 2

There’s a mashup from Twitter here and here.

If you can make this conference in the future, it’s well worth it. The speakers are top-notch, the facility is beautiful, and the food was excellent as well.

Some of my pics are below:

The conference was not just about the past and present.  It was about the future as well.   There are challenges presented by technology and human nature, challenges that could demean instead of elevate people if not addressed.

The conference was exciting, precisely because it acknowledged the multifaceted challenges that await those who seek to design better experiences, better products, a better, more human, sustainable future.

Posted in Best Practices, Brands, creativity, Customer Focus, Design, Experience, innovation, Research, Service Design, Social Innovation, Sustainable Technology, The Future | Tagged: , , , , , , , , | 2 Comments »

 
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